During 14 days following the delivery of your order, you may request the exchange or refund of items, which you must return to us in perfect condition accompanied by the original invoice. Returns will only be accepted if labels and original packaging are fully intact. Urbanears.com cannot accept returns where the labels have been removed.
If you would like to refund one or more of your products, you must inform us via email or regular mail with a statement of your intention to receive a refund. It would be beneficial to our support staff if you used the model template below, although not obligatory. To meet the 14 day deadline to claim your refund, please ensure you send your communication (via email or post) so that it arrives to our service centre before the 14 days following the delivery of your product.
Refunds for faulty items can be made within the 14-day period following delivery.
Please note that you are responsible for the shipping of returned items back to urbanears.com. Items lost in transportation will not be compensated for.
It is possible to return on-ear headphones within 14 days of receiving them (measured by the delivered date in the tracking information). The headphones must be in like-new, perfect condition and all parts/cables and product manuals must be included in the original packaging.
It is unfortunately not possible to return in-ear headphones once the packaging has been opened due to personal hygiene reasons.
For bundle purchases (for example 2 for 1 offers) as part of a campaign on urbanears.com, there are additional terms for exchanges or refunds.
It is necessary for you to return all items as part of the bundle deal in order to receive a refund or exchange. If only a portion of the bundle is returned for a refund, you will be charged the full purchase price of the item(s) that you keep and receive only the remaining balance as a refund.
Please note the same terms regarding on-ear and in-ear headphones above apply to bundle deals also.
In-ear headphones cannot be returned once the packaging has been opened due to hygiene reasons.
If you require further assistance with exchanging or returning products, please click here to submit a request or contact us via the live chat function in the bottom right corner.
To read more about our Terms of Purchase policy, please visit www.urbanears.com and select Terms of Purchase in the right side of the footer.